We’ve upgraded Cancel Flows to do more than just offboard customers – now you can offer personalized alternatives like skips, swaps, and retention discounts to reduce churn. Early adopters are already preventing 35% of daily cancellations, and upcoming analytics will give you full visibility into how customers move through the flow – so you can optimize every step and maximize retention.

Here’s what’s new:

• Retention discounts: Customizable discount offers that let you set specific dollar amounts or percentage off to turn potential cancellations into loyalty opportunities.
• Built-in gamification prevention: Prevent discount abuse with smart safeguards that set exclusion rules based on recent orders or days since last retention offer.
• OOTB editor: No-code flow builder with customization options to fit your brand's growth strategy and messaging.
• Enterprise-grade flexibility: Create flexible API-driven customizations to support advanced use cases and comply with unique local regulations.

What this means for you:

• Boost retention and LTV with smarter saves that focus on profitable, long-term customers.
• Stay compliant with local and federal regulations while maintaining effective retention strategies.
• Set up in minutes with no-code defaults or go fully custom with enterprise-grade APIs.

Our out-of-the-box flows are designed to align with federal and California state compliance standards. However, regulations can change and every business is different, so we recommend consulting your legal team before making any production updates.

How to get started:

All customers on the latest version of our Subscription Manager are eligible for enhanced Cancel Flows. Please reach out to our support team to set up your retention discount and gamification prevention. For questions about the alpha or upcoming analytics capabilities, please reach out to your CSM.

Lifetime Metrics are now available in Open Beta - giving you deeper visibility into subscription performance and value over time. 

By tracking both Lifetime Revenue (LTR) and Lifetime Value (LTV), you can understand not just how much recurring revenue your business generates, but how much profit that revenue actually delivers. This makes it easier to assess and optimize for sustainable, profitable growth.

Here’s what’s new:

• Personalize how you measure LTR and LTV: Input your brand’s Cost of Goods Sold (COGS) for a full view into profitability and monitor how your LTV and LTR evolves over time.
• Compare active vs. churned subscribers: View LTR and LTV breakdowns by subscriber status to identify engagement trends and retention opportunities.
• Segment subscribers by lifetime spend: Group customers into Lifetime Revenue tiers and understand how long each segment typically stays active - helping you identify your highest-value segments and tailor retention strategies accordingly.

What this means for you:

• Measure subscription program profitability
• Identify your most profitable customer segments
• Focus strategy on real growth over vanity metrics

Note: To give you a clearer view of subscriber performance, we’ve fine-tuned how we calculate LTV and LTR across our platform to include both initial and recurring orders. LTR and LTV values may change in other areas of Analytics as a result.

Get Started Now

Lifetime Metrics is now in Open Beta and available to all Ordergroove customers. Have questions, or need help inputting your COGS? Reach out to your Ordergroove CSM or submit a ticket to our Support Team here. 

We’ve upgraded all fonts in the Ordergroove Admin to Inter. This modern, screen-optimized typeface brings readability and polish to every experience. Replacing our previous combination of Soleil and Roboto reinforces a cohesive user experience.

Here’s what’s new:

• 🤝 Unified font system across all headers and body text
• 📝 Improved readability at all sizes and weights
• ⚙️ Better alignment and spacing for smoother layouts

Updated Now

The new font is now live across Ordergroove - no action needed on your part. Just sit back and enjoy the cleaner, sharper UI.

We’ve added live links for faster, easier access to Shopify records—right from Ordergroove’s Customer Service Admin (CSA).

Here’s what’s new:

• Instant customer lookups: When a subscriber’s ID comes from Shopify, their ID in Ordergroove’s CSA now links directly to their customer profile in Shopify Admin—no more copy-pasting.
• Direct order access: Each successful order shown in the Ordergroove CSA now links to the corresponding order page in Shopify Admin, so you can quickly view payment, fulfillment, and timeline details.

What this means for you:

⚡ Faster ticket handling: Jump to Shopify with a single click—no manual searches.

⏱️ Quicker resolutions: Your support team gets the details they need to resolve issues fast.

😊 Smoother workflows: Fewer tabs and less hunting keeps your team organized, efficient, and happy.

This update is now live for all Shopify merchants—no setup needed. And we’re just getting started. More CSA improvements are on the way in the second half of 2025. Have feedback? Your Ordergroove CSM or our support team would love to hear from you.

For more information, take a look at the CSA Overview in the Help Center.

Boost recovery rates, avoid retry penalties, and cut out the noise in your recovery analytics with smarter payment retries. 

Here’s what’s new:

With newly released advanced rejection data from Shopify, we can more accurately determine when to retry—focusing only on orders with a real chance of success. This means cleaner analytics, fewer unnecessary retries, and improved long-term recovery outcomes.

What this means for you:

• You may notice a short-term dip in recovery rates as we filter out unrecoverable hard declines from your retry queue. Over time, your recovery rates will improve.
• Total recovered dollars won’t significantly change, as orders failing due to hard declines were and still are unrecoverable without customer action.
• This reduces the risk of retry penalties from card issuers and payment gateways by avoiding unnecessary attempts on known hard declines—helping protect your reputation and ensure long-term payment health.

When to expect this upgrade:

Smarter payment retries will start rolling out on May 12, with full deployment for all merchants expected by May 27. For more details or questions, reach out to your Customer Success Manager or submit a ticket to our support team here.

We’ve enhanced your Product Analytics charts to give you clearer insight into which products are fueling subscription growth—and where there’s room to optimize.

Your Top Products by Subscriptions chart now breaks down new, active, and canceled subscriptions per product variant by both count and %, empowering you to track performance at a glance and fine-tune your strategy.

Here’s what’s new:

• See counts and %’s of new, active, and canceled subscriptions for every product and its variants.
• Identify trends—such as which sizes or flavors see higher cancellation or subscription rates—and adjust proactively to align with subscriber behavior.
• Pull a snapshot of active subscription counts by product variant for any date range.

What this means for you:

Quickly pinpoint top performing products, find trends in cancellations, and optimize to meet subscriber preferences and drive growth.

Get Started Now

Your upgraded Product Analytics chart is live–explore it now in your Ordergroove Admin.

Ordergroove Experiments is here—starting with Incentive A/B Testing. Identify the subscription incentives that drive the most profit by testing different offers and measuring their impact on retention, conversions, and Lifetime Value. Now in closed alpha for select customers using program-wide incentives.

Here's what's new:

• Find your winning incentives: Run A/B tests to compare different subscription offers and see which drives the best results.
• Optimize for your bottom line: Measure how each incentive affects not just conversion, but profit-first metrics like Lifetime Revenue and subscriber retention.
• Simple setup, full control: Launch tests right from Ordergroove—no devs needed. Choose any split ratio for each offer to test exactly how you want.

Initial wins from early testers:

• Kate Somerville lifted LTR by 250%, and conversions by 190%.
• Cefaly boosted LTR by 9%.

Test smarter. Grow faster. Unlock profitability.

Interested in participating? Contact your Ordergroove Customer Success Manager for more information.

Shared Analytics links now open with your selected timeframe and dashboard tab—making data collaboration fast and seamless.

This ensures everyone on your team is looking at the exact same data without manually adjusting filters.

Ready to try it? Simply set your desired filters in analytics, copy the URL, and share with your team. Log into your Ordergroove admin to get started.

• Up to 90% improvement in cursor-based paginated address and subscription requests: ideal for large data sets, historical queries, and backfilling operations
• Query the data you need: Updated datetime filters for more precise and efficient data pulls

We’ve added two new properties to our Klaviyo and Attentive integration subscription.cancel event data: cancel_reason_code and cancel_reason_message. 

This improvement allows you to effectively re-engage subscribers with compelling winback messages tailored to their specific cancellation reasons.

What this means for you:

• Personalize winback messaging with enhanced segmentation capabilities.
• Reduce manual effort in categorizing cancellations.

Maximize your recouped revenue with this Academy module on winback campaign best practices. Information sent to Klaviyo and Information sent to Attentive have a complete list of data you can use to personalize your subscriber messaging.